AccountId: 011433970860
ContactId: 093ae528-ea18-4f0f-a27d-f68ac341d670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209130 ms
Total Talk Time (AGENT): 40316 ms
Total Talk Time (CUSTOMER): 60587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/093ae528-ea18-4f0f-a27d-f68ac341d670_20250416T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] OK, now I can hear you.
[CUSTOMER][NEUTRAL] OK, so I have a provider on the phone, uh, let me give you the policy number and then the claim number and then I'll proceed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 255-5592.
[CUSTOMER][NEUTRAL] And it's for part one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim number that I'm looking at is 356-688-8.
[CUSTOMER][NEUTRAL] Originally denied, you know, the GM 6428 they sent the W-9.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Which is under this mail number for that claim, but we didn't pay anything we denied it again for the W9.
[AGENT][NEUTRAL] Mm, let's see here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Why is that document not coming up?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you in on base?
[AGENT][NEUTRAL] Yeah, I'm in Onase. I was trying to look it up by the mail number because it's not attached to the claim when I pull it up.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's not. I had to pull it up by the policy number.
[AGENT][NEUTRAL] OK. So let me do it that way then.
[AGENT][NEUTRAL] OK, so yeah.
[AGENT][NEUTRAL] That one it looks like.
[AGENT][NEGATIVE] Yeah, nothing was paid on this claim. It need to be reprocessed.
[CUSTOMER][NEUTRAL] So um I'll send a hub request or?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, and I didn't know if that was the right one or if it was, you know, the W-9 if it's what we're looking for or.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, it looks like they.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Didn't rep they need to be they need to be reprocessed, yeah.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] OK, alright, I'll send a request.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Mm bye.